Customer Success Manager

Jennifer Janke

The operations team is obsessed with achieving success for our clients. Attention to detail is an understatement and any initiative that doesn’t have the merchant’s best interest at heart is rejected. Seriously, don’t be surprised to see analysts get goosebumps after they win a chargeback for a merchant.

Job Description

We’re growing…quickly…and looking to ensure that we continue to provide the first class, consultative experience we feel is so critical to the success of our clients. We are obsessed with exceeding our clients’ expectations from onboarding to launch and beyond and with delighting them with our tool set, analytics and support. To that end, we are looking to add another amazing member to our team. If you are driven to dig in, to investigate, to research, to support, to consult and to optimize; If you are passionate about helping your clients win; If you like process but are open to a rapidly changing and growing environment; then this is the role for you.

Responsibilities

  • Manage between 50-60 clients with grace and balance.
  • Consult with clients on renewal and up-sell opportunities.
  • Leverage your skills and our customers’ experience to continually evolve the onboarding, launch and growth processes, and our product for enabling them.
  • Drive retention by connecting with customers and building trust through relentless optimization of their program.
  • Maintain a cadence of communication with clients that includes cadence calls, quarterly business reviews, annual planning and renewal conversations.
  • Consistently monitor your book’s performance and recommend adjustments, additional products or retractions as necessary to ensure your clients’ success.
  • Share and/or adopt best practices with your teammates to support a collaborative and supportive team environment.
  • Track client development, renewals and up-sell opportunities in our CRM.

Qualifications

  • You’re ready and willing to dive head first into a fast-paced startup environment.
  • You ask great questions.
  • You have an understanding and passion for technology; you love to stay up-to-date on the latest news in the tech world.
  • You are comfortable consulting with VP level executives at enterprise accounts.
  • You have a proven record of managing a book of business in a high-growth company environment.v
  • You have the ability to assess client needs and support them – including recommending additional products when appropriate
  • You are organized but flexible.
  • You can juggle multiple elements of a complex process with aplomb.
  • You have an innate ability to know when to bring additional members from the company into your discussions with clients.
  • You gather and use data to inform decision making and to persuade others.
  • You are always willing to lean in, go the extra mile or lend a helping hand.
  • You have an established reputation as a high integrity individual.
  • GET EXCITED. Because you’re about to have a huge impact.
  • Apply for this Position